Qualifications Pack - Occupational Standards For Bfsi Industry

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS
FOR BFSI INDUSTRY
Contents
1. Introduction and Contacts..…………. P1
2. Qualifications Pack……………............ P2
3. Glossary of Key Terms …………..….…. P3
 OS describe what 4. OS Units……………………..……..……...…. P5

individuals need to 5. Nomenclature for QP & OS…..…...... P38
do, know and 6. Assessment Criteria for each NOS… P40
understand in order
to carry out a
particular job role or Introduction
function
Qualifications Pack: Insurance Agent
 OS are performance (Subtitle: NIL)
standards that SECTOR: BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)
individuals must
SUB-SECTOR: Fund Investment & Services
achieve when
carrying out OCCUPATION: Independent Financial Advisory & Agency
functions in the
workplace, together REFERENCE ID: BSC/Q3801
with specifications
of the underpinning ALIGNED TO: NCO-2015/ 3321.0100
knowledge and
understanding Brief Job Description: Insurance Agent is responsible for sourcing clients, selling
life and non-life insurance products, supporting in application process, providing
post-policy services and assisting in claims processing. The individual at work sells
BFSI Sector Skill Council of insurance policies to individuals and then ensures collection of periodic premium
India, PS-26, 2nd Floor, P. payments from the policyholder. The individual also ensures that approved
J. Towers, Dalal Street, beneficiaries receive the designated financial settlement from claims on the
Mumbai – 400 001 policy.
Email:
operations@bfsissc.com
Personal Attributes: The job requires good interpersonal abilities, field-work and
target orientation.
1
Qualifications Pack For Insurance Agent
Qualifications Pack Code BSC/Q3801

Job Role Insurance Agent
Credits(NSQF) TBD Version number 1.0
Job Details
Sector BFSI Drafted on 17/07/16

Sub-sector Fund Investment & Services Last reviewed on 27/09/17
Occupation Independent Financial Advisory & Agency Next review date 30/09/20
NSQC Clearance on 19/12/2018
Effective from date 19/12/2018
Job Role Insurance Agent

Source clients, sell life and non-life insurance products,
Role Description support in application process, provide post-policy services
and assist in claims processing
NSQF level 4
Minimum Educational Qualifications 12th pass
Maximum Educational Qualifications Not Applicable
Prerequisite License or Training Not Applicable
Minimum Job Entry Age 18 years
Experience Not Applicable
Compulsory:
1. BSC/N3801 Source insurance clients
2. BSC/N3802 Assist in processing insurance applications
3. BSC/N3803 Provide post-policy services
4. BSC/N3804 Assist in processing claims
Applicable National Occupational 5. BSC/N9902 Communicate effectively and achieve
Standards (NOS) customer satisfaction
6. BSC/N9903 Maintain integrity and ethics
7. BSC/N9904 Focus on teamwork
Performance Criteria As described in the relevant OS units
2
Keywords /Terms Description

Core Skills or Generic Skills are a group of skills that are key to learning and
Core Skills/Generic working in today's world. These skills are typically needed in any work
Skills environment. In the context of the NOS, these include communication related
skills that are applicable to most job roles.
Function is an activity necessary for achieving the key purpose of the sector,
occupation, or area of work, which can be carried out by a person or a group
Function
of persons. Functions are identified through functional analysis and form the
basis of NOS.
Job role defines a unique set of functions that together form a unique
Job role
employment opportunity in an organization.
Knowledge and Understanding are statements which together specify the
Knowledge and
technical, generic, professional and organizational specific knowledge that an
Understanding
individual needs in order to perform to the required standard.
National Occupational
NOS are Occupational Standards which apply uniquely in the Indian context
Standards (NOS)
Occupation is a set of job roles, which perform similar/related set of functions
Occupation
in an industry.
Organisational Context includes the way the organization is structured and
Organisational Context how it operates, including the extent of operative knowledge managers have
of their relevant areas of responsibility.
Performance Criteria are statements that together specify the standard of
Performance Criteria
performance required when carrying out a task.
Qualifications Pack comprises the set of NOS, together with the educational,
Qualifications
training and other criteria required to perform a job role. A Qualifications
Pack(QP)
Pack is assigned a unique qualification pack code.
Qualifications Pack Qualifications Pack Code is a unique reference code that identifies a
Code qualifications pack.
Scope is the set of statements specifying the range of variables that an
Scope individual may have to deal with in carrying out the function which have a
critical impact on the quality of performance required.
Sector is a conglomeration of different business operations having similar
Sector businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests.
Sub-sector is derived from a further breakdown based on the characteristics
Sub-Sector
and interests of its components.
Sub-functions are sub-activities essential to fulfil the achieving the objectives
Sub-functions
of the function.
3
Technical Knowledge is the specific knowledge needed to accomplish specific
Technical Knowledge
designated responsibilities.
Keywords /Terms Description
HR Human Resources
IPR Intellectual Property Rights
IRDAI Insurance Regulatory and Development Authority of India
NSQF National Skills Qualifications Framework
QP Qualification Pack
OS Occupational Standards
RBI Reserve Bank of India
SOP Standard Operating Procedure
TAT Turnaround time
Definitions
Acronyms
4
BSC/N3801 Source insurance clients
--------------------------------------------------------------------------------------------------------------------
Overview
This unit is about sourcing new clients for the purpose of selling insurance policies.
5
Unit Code BSC/N3801
Unit Title
Source insurance clients
National Occupational Standard
(Task)
Description This OS unit is about sourcing new clients for the purpose of selling insurance policies.
Scope This unit/task covers the following:
 Sell and promote insurance policy

 Perform administrative work
Range: Computer, Internet, MS Office

Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Selling and To be competent, the user/ individual must be able to:
promoting insurance PC1. research each client segment and their demand for insurance policies
policy accordingly
PC2. approach potential clients through various methods including phone
solicitation, mailings, presentations at corporate/academic events,
community gatherings etc.
PC3. present and market company products through multimedia, web
presentations, brochures, catalogues etc.
PC4. schedule fact-finding appointments with potential clients to understand
client requirements in more detail
PC5. present specific products in more detail, share industry reports, financial
projections for policies, etc.
PC6. identify interested/potential client’s needs and determine appropriate
insurance product type, accordingly, e.g., Retirement/Pension, Child
education plan, etc.
PC7. identify clients who may be offered non-life insurance such as health,
building, fire, engineering, marine, rural, liability and motor
PC8. assess client’s financial status (income, dependents etc.) and determine
extent of present coverage and investment
PC9. work with client to ascertain long term goals and timeline for financial needs
PC10. develop a strategic investment plan in accordance with identified goals,
financial needs and client capacity to bear the investment
Performing To be competent, the user/ individual must be able to:
administrative work PC11. update details of leads acquired, policies sold and status of sale into
information system/records
PC12. discuss and set revenue/policy targets with supervisor/manager
PC13. prepare reports on targets achieved and review future targets
PC14. follow security procedures when handling payment cheques, sensitive client
details such as account statements, confidential financial information, etc.
Knowledge and Understanding (K)
A. Organizational The individual on the job needs to know and understand:
Context KA1. company’s operating environment
(Knowledge of the KA2. work instructions on quality of service standards
company / KA3. company’s personnel management and incentives rules
organization and KA4. company’s rules related to sexual harassment
6
its processes) KA5. importance of the individual’s role in the workflow
KA6. reporting structure
B. Technical The individual on the job needs to know and understand:

Knowledge KB1. about different types of insurance covers, e.g., life, health, fire, engineering,
marine, rural, liability, motor, re-insurance and miscellaneous
KB2. company products and services
KB3. basic features of similar products and services offered by other companies
KB4. types of other substitute products available as an alternative to Insurance
KB5. types of detailed payment plans and returns such as cash back, bonus, etc.
KB6. risk compliance guidelines and risk associated with various products
KB7. implications of poor customer relationship management on organization
KB8. implications of non-compliance of risk procedures
KB9. procedure for obtaining marketing material such as brochures, tablets, web
log-in for presentations, etc.
KB10. procedure for presenting/marketing products to potential clients.
KB11. list of supporting documents required for applications
KB12. organizational security procedures for handling payments in the form of cash,
cheque or demand draft
KB13. organization procedures and security measures for handling sensitive and
confidential client information
KB14. guidelines and regulations of IRDAI and RBI
KB15. methods to format data and information required for reporting on client base
and policy status
KB16. procedure in the case of addressing customer grievances
KB17. various publications and secondary sources for market information
KB18. escalation matrix for unresolved problems
KB18. format for preparing daily, weekly and annual reports
KB19. methods of research in order to develop market trends and for segmentation
of clients
KB20. methods to map client investment needs to appropriate Insurance product
KB21. basic IT operations and procedures for operating sales presentation software
KB22. methods to compute financial projections for various economic/market
related scenarios for premium invested
KB23. basic accounting concepts and principles
KB24. basic concepts and trends relevant to financial markets
KB25. types of securities/funds/instruments in which premium is invested
Skills (S)
A. Core Skills/ Reading Skills
Generic Skills The user/individual on the job needs to know and understand how to:
SA1. read and understand handbooks, operating manuals, company and regulatory
guidelines
SA2. read and recognize relevance of organizational and industry regulations and
their impact on clients
7
Writing Skills
The user/individual on the job needs to know and understand how to:
SA3. prepare concise periodic reports to be submitted to supervisor/manager
SA4. assist clients in completing forms and other application documents
SA5. prepare notes for underwriting team to be submitted with application
Oral Communication (Listening and Speaking skills)
SA6. listen to the customers to be able to offer products that are pertinent to their
requirements.
SA7. communicate clearly with the customer using language that he/she
understands.
SA8. communicate effectively with peers and supervisors, and maintain
professionalism
B. Professional Skills Decision Making
SB1. decide which Insurance product is best for the customer based on needs
assessment and financial status of the client.
SB2. make clear, logical decisions and portray confidence to the clients
Plan and Organize
SB3. schedule appointments with potential clients
SB4. prepare agenda for discussion for meetings with clients
SB5. organize daily schedules to ensure all client requirements are handled
Customer Centricity
SB6. make decisions taking into account clients’ best interests
SB7. focus on developing long term client relationships
Problem Solving
SB8. address problems arising either customer or administration related and
escalate those issues beyond one’s role
Analytical Thinking
SB9. develop insights and analyse trends from industry reports, secondary sources
for market analyses, etc.
SB10. assess clients financials and map out their requirements in line with insurance
policies offered by the company
Critical Thinking
SB11. exercise judgment in unforeseen situations which preserve company values
and are in line with organizational guidelines
SB12. consistently obtain feedback to improve performance
8
NOS Version Control
NOS Code BSC/N3801

Industry BFSI Drafted on 17/07/16
Industry Sub-sector Fund Investment & Services Last reviewed on 27/09/17
9
BSC/N3802 Assist in processing insurance applications
--------------------------------------------------------------------------------------------------------------------
Overview
The unit is about assisting customer and insurance company in processing application and
sale of insurance product.
10
Unit Code BSC/N3802
Unit Title
Assist in processing insurance applications
(Task)
Description This OS unit is about assisting customer and insurance company in processing
application and sale of insurance product.
 Assist in processing applications

 Record application details
Range: Computer, Internet, MS Office

Assisting in To be competent, the user/ individual must be able to:
processing PC1. calculate and quote premium rates and charges such as mortality, service
applications charges etc. for insurance product plan developed according to type,
premium frequency, duration etc.
PC2. assist client with completing application forms and obtaining necessary
documents for processing application
PC3. receive all required documents and forms duly filled and signed by client and
combine into application file
PC4. close sale of Insurance product and obtain first premium payment through
any of the available channels such as cheque, demand draft, online transfer
PC5. upload documents received into computer system/digital portal if applicable
PC6. submit application file for processing by underwriting team physically and
digitally if applicable
PC7. receive input from underwriting team regarding possible medical-check up for
client according to their assessment, in case of life insurance
PC8. assist client with scheduling appointment for medical check-up at
partner/associated hospitals/labs/clinics, in case of life insurance
PC9. follow-up on medical reports and ensure the same is received by the
underwriting team, in case of life insurance
PC10. seek further inputs from underwriting team regarding re-assessment of
premium/value of insured after medical reports are submitted, in case of life
insurance
PC11. inform client of any changes in premium value/sum insured
PC12. collect/refund differences in payment or refund total premium paid according
to client’s instructions
PC13. complete coverage by delivering Insurance policy document
PC14. set-up online portal if available for client to access policy details
PC15. plan future follow-up visits and evaluations of upcoming needs
Recording application To be competent, the user/ individual must be able to:
details PC16. update details of policies processed and their status into information
system/record
PC17. prepare weekly/ monthly/annual reports on status of acquired clients, policy
status etc. to supervisor/Manager
11
PC20. follow security procedures when handling payment cheques, sensitive client
details such as account statements, confidential financial information etc.
Context KA1. company’s operating environment
(Knowledge of the KA2. work instructions on quality of service standards
company / KA3. company’s personnel management and incentives rules
Knowledge KB1. types of forms to be filled according to product type
KB2. about different types of insurance covers, e.g., life, health, fire, engineering,
marine, rural, liability, motor and miscellaneous
KB3. procedure for obtaining details regarding policy rates and charges applicable
KB4. procedure for the approval and acceptance of the application form.
KB5. procedure in case application is rejected
KB6. escalation matrix for unresolved problems
KB7. list of supporting documents required to be submitted along with application
KB8. organizational security procedures for handling payments in the form of cash,
cheque or demand draft
KB9. organization procedures and security measures for handling sensitive and
confidential client information
KB10. procedure for contacting customer and making appropriate changes in paper
work in case of change in premium/policy cover amount as stipulated by
underwriting team
KB11. process for providing client with assistance in case medical examination is
required
KB12. types and requirements of medical tests to be undertaken by client if
necessary
KB13. list of all partner clinics , hospitals and labs
KB14. procedure in case refund/payment is requested or filed for by the client
KB15. methods to set up online portal for client, if available
and policy status
KB17. procedure for planning future follow up visits as per with company policy
KB18. regulations or guidelines of IRDAI and RBI
KB19. basic IT procedure and operations for application software/digital portal and
updating client details digitally
KB20. interest rates and other relevant financial concepts
KB21. types of payments accepted and process for the same
KB22. basic accounting concepts
KB23. basic economic/market related concepts impacting client investment
KB24. methods to calculate premium, mortality charges, etc.
KB25. types of securities/funds/instruments in which premium is invested
12
Skills (S)
SA1. read and understand handbooks, operating manuals, regulatory guidelines
Writing Skills
requirements.
SA7. communicate clearly with the customer using language that s/he understands
SA8. communicate with peers and supervisors and maintain professionalism
SB1. decide which insurance product is best for the customer based on needs
Plan and Organize
Customer Centricity
Problem Solving
Analytical Thinking
for market analyses etc.
Critical Thinking
SB12. consistently obtain feedback and improve their performance
13
NOS Version Control
NOS Code BSC/N3802

14
BSC/N3803 Provide post-policy services
--------------------------------------------------------------------------------------------------------------------
Overview
This unit is about providing on-going services to policy-holder.
15
Unit Code BSC/N3803
Unit Title
Provide post-policy services
(Task)
Description This OS unit is about providing on-going services to policy-holder
 Collect premium, answer queries and build long-term client servicing relationship
 Update records and file
Range: Computer, MS Office, Internet

Collecting premium, To be competent, the user/ individual must be able to:
answering queries PC1. build and maintain long-term relationships with clients
and building long- PC2. plan and execute regular follow-up visits with client to periodically review
term client servicing client needs
relationship PC3. advice client on managing their policy according to needs- by investing larger
premiums, obtaining partial withdrawal etc.
PC4. provide post-sale customer services such as delivering forms for address,
beneficiary changes, collecting premium payments, setting-up automatic
updates/reminders etc.
PC5. respond to customer queries/complaints
PC6. analyse client’s current insurance products and policies with respect to new
products and financial market status and suggest additions or changes
Updating records and To be competent, the user/ individual must be able to:
filing PC7. update details of policies acquired and status into information
system/records
status etc. to supervisor/Manager
PC11. follow security procedures when handling payment cheques, client
PC12. confidential details such as finances etc.
Context KA1. company’s operating philosophy
(Knowledge of the KA2. company’s work instructions on insurance products and claims processing
company / KA3. company’s HR policies
KA7. organizations’ policy of privacy & discretion when dealing with client’s
personal information

marine, rural, liability, motor, re-insurance and miscellaneous
16
KB2. methods of research in order to develop market trends and for segmentation
of clients
KB3. organization’s contact policy on existing client base
KB4. products and services available that complement the purchase of the
customer.
KB5. risk compliance and assessing risk associated with various products
KB6. procedure for marketing additional products to existing clients
KB7. procedure for assisting clients with application forms and processing policies
and policy status
KB10. procedure in the case of customer grievance and point of contact to resolve
issues
KB11. basic IT skills for operating application software/digital portal and process of
digitally updating client details
KB12. basic accounting principles to help calculate term-based payment
KB13. basics of securities/funds/instruments in which premium is invested
KB17. basic understanding of financial markets
KB18. new products and suitability to clients existing needs
KB19. regulations and guidelines of IRDAI and RBI
Skills (S)
guidelines
Writing Skills
requirements
SA7. communicate clearly with customer using language that s/he understands
SA8. communicate with peers and supervisors and maintain professionalism
SB1. decide which insurance product is best for the customer based on needs
17
Plan and Organize
Customer Centricity
Problem Solving
Analytical Thinking
for market analyses, etc.
Critical Thinking
18
NOS Version Control
NOS Code BSC/N3803

19
BSC/N3804 Assist in processing claims
--------------------------------------------------------------------------------------------------------------------
Overview
This unit is about assisting clients with submitting claims and receiving payments.
20
Unit Code BSC/N3804
Unit Title
Assist in processing claims
(Task)
Description This OS unit is about assisting clients with submitting claims and receiving payments.
 Assist in processing claims

 Update and maintain records
Range: Computer, MS Office, Internet

Assisting in To be competent, the user/ individual must be able to:
processing claims PC1. receive notification in case of death of client/person insured from company,
client family, other sources
PC2. reach out to beneficiaries/nominees if notified
PC3. assist beneficiaries with submitting necessary documents for claim settlement
PC4. ensure rapid processing of claim settlement
PC5. provide death benefits by delivering policy proceeds; re-assessing
client/client’s family needs
PC6. assist in processing claims on non-life insurance, e.g., motor accident or
hospitalisation
PC7. in case of maturity of policy (completion of policy term), notify clients ,obtain
necessary documents and submit them for release of payment
PC8. assist clients with processing requests for partial/complete withdrawal or
surrender of the policy, obtaining loan against policy etc.
PC9. process requests for payment of cash-back, rewards and other payments due
to client
Updating and To be competent, the user/ individual must be able to:
maintaining records PC10. update details of policies acquired and status into information system/records
PC12. status etc. to supervisor/Manager
PC15. follow security procedures when handling payment cheques, client
confidential details such as finances etc.
Context KA1. company’s operating philosophy
(Knowledge of the KA2. company’s work instructions on insurance products and claims processing
company / KA3. company’s HR policies
marine, rural, liability, motor and miscellaneous
21
KB2. procedure to handle clients during policy closure either due to death, maturity
or surrender of policy
KB3. process for filing claims under different circumstances such as accidental
death, natural death, accident, hospitalisation, fire, policy maturity, etc.
KB4. list of supporting documents in the case of death of the client
KB5. support documents required in the case of early termination and any
approvals if necessary
KB6. security procedures set by the organization to do with handling money and
confidential information
KB7. escalation matrix for unresolved claims, problems with paper work and
customer grievances
KB8. process of getting the coroner’s/ loss assessor’s or surveyor’ reports while
assisting the customer in getting it.
KB9. organization’s process of requesting payment of cash-back, rewards and other
payments due to client.
KB10. process when request is made for partial/complete withdrawal or surrender
of the policy, obtaining loan against policy etc. while assisting clients.
KB11. methods to update the online portal, if applicable to client.
and policy status
KB13. documents required for submitting claim
KB14. basic IT skills for operating application software/digital portal.
KB15. basic IT skills to set up the online portal if applicable to the customer.
KB16. process of digitally updating client details.
KB17. methods/types of claims to be made and charges for the same
KB18. methods to calculate amount due when the customer withdraws/makes a
claim
KB19. basic understanding of securities/funds/instruments in which premium is
invested
KB23. basic understanding of financial markets
KB24. new products and suitability to clients existing needs
KB25. regulations and guidelines of IRDAI and RBI
Skills (S)
guidelines
Writing Skills
22
requirements.
SA7. communicate clearly with the customer using language that he/she
understands.
SA8. communicate effectively with peers and supervisors and maintain
professionalism
SB1. decide which Insurance product is best for the customer based on needs
Plan and Organize
Customer Centricity
Problem Solving
Analytical Thinking
for market analyses etc.
Critical Thinking
23
NOS Version Control
NOS Code BSC/N3804

24
BSC/N9902 Communicate effectively and achieve customer satisfaction
--------------------------------------------------------------------------------------------------------------------
Overview
This unit is about communicating effectively with customers and colleagues and promoting
customer-centric service for achieving higher customer satisfaction.
25
Unit Code BSC/N9902
Unit Title
Communicate effectively and achieve customer satisfaction

(Task)
Description This OS unit is about communicating effectively with customers and colleagues and
promoting customer-centric service for achieving higher customer satisfaction
 Communicate with BFSI customers, superior and colleagues

 Maintain service orientation

Communicating with To be competent, the user/ individual must be able to:
BFSI customers, PC1. listen attentively and paraphrase effectively in order to understand precise
superiors and requirements of customer, superior or colleague
PC2. be sensitive to: language, gender, cultural and social differences in addressing
colleagues
customers, superiors and colleagues
PC3. maintain: positive attitude, correct body language, dress code, gestures and
etiquette
PC4. understand work output requirements, targets, performance indicators and
incentives and receive feedback on work performance with positive attitude
PC5. cooperate, coordinate, and collaborate to achieve shared goals
Maintaining service To be competent, the user/ individual must be able to:
orientation PC6. organize regular feedback collection as per company’s SOP
PC7. address problems by educating, eliminating or escalating
PC8. aim to gain customer loyalty and satisfaction
PC9. ensure clarity, honesty and transparency in dealing with the clients
PC10. avoid mis-selling and misinforming
PC11. focus on enhancing brand value of company through superior customer service

The user/individual on the job needs to know and understand:
A. Organizational
KA1. company’s policies on HR and personnel management
Context KA2. company’s HR policies
(Knowledge of the KA3. company’s policy related to sexual harassment
company / KA4. company’s reporting structure
KA5. company’s documentation policy
organization and
KA6. company’s customer profile and service standards
its processes) KA7. company’s policy on regulatory compliance
26
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB1. methods for effective communication with various categories of people in
different departments
KB2. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB3. the use of computer or handheld device to communicate effectively and
productively
KB4. significance of helping colleagues with specific issues and problems
KB5. importance of meeting quality and time standards as a team
KB6. how to practice effective listening
KB7. communicate effectively with customers
KB8. importance of documenting customer interactions as per SOP
KB9. effective use of voice tone and pitch for communication
KB10. how to demonstrate ethics and convey discipline to the customers
KB11. how to build effective working relationship with mutual trust and respect
within the team
KB12. importance of dealing with grievances effectively and in time
KB13. service benchmarks and specified regulatory standards
KB14. significance of treating customers with respect and in a professional manner
KB15. importance of gaining customer satisfaction
KB16. methods of engaging with the customers effectively and professionally
KB17. ways to improve company’s customer satisfaction rating
KB18. prevailing market standards of customer satisfaction
KB19. standard operating procedure (SOP) for service delivery
KB20. the variety of common and unscheduled requests to expect
KB21. significance of being transparent and courteous under all circumstances
involving customer interaction without losing composure
Skills (S)
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. read company policy and standard work related documents
SA2. read emails and letters
Writing Skills
The user/ individual on the job needs to know and understand how to:
SA3. fill up documentation pertaining to interactions
SA4. write Minutes of Meeting, mails and memos
SA5. interact with team members to work efficiently
SA6. communicate effectively with superior to achieve smooth workflow
SA7. communicate effectively with the customers to build a good rapport with
them
SA8. use language that the customer or colleague understands
SA9. use the communications systems of the company, e.g., telephone, fax, public
announcement systems
SA10. E-mail and use Internet for communicating
27
SA11. use of audio-visual aids to communicate complex issues
SB1. spot and communicate potential areas of disruptions to work process and
report the same
SB2. report to supervisor and/or deal with a colleague individually, depending on
the type of concern
Plan and Organize
SB3. prepare a list of things to discuss with colleague and superior for
comprehensive discussions
SB4. address specific queries of privileged or ‘High Net-worth’ customers on
priority
SB5. complete task on time using proper software aids
Customer Centricity
SB6. make the customer comfortable by communicating effectively to complete
service requests
SB7. address queries and concerns in a calm and collected manner
SB8. escalate client concerns that are beyond the scope of handling
Problem Solving
SB9. resolve interpersonal issues with superiors and colleagues by communicating
in time, in order to achieve smooth workflow
SB10. coordinate with different departments and multi-task as necessary
SB11. contribute to quality of team work and achieve smooth workflow
SB12. share work load as required
SB13. delegate work in consultation with superior or as necessary instead of
allowing work to pile up
Analytical Thinking
SB14. analyse communication patterns with colleagues and customers to improve
outcomes and deal with situations
Critical Thinking
SB15. improve work processes by interacting with others and adopting best
practices
SB16. resolve recurring inter-personal or system related conflicts with colleagues
that hinder service
SB17. act upon constructively on any problems as pointed by customers or
superiors
SB18. handle personality clashes effectively
28
NOS Version Control
NOS Code BSC/N9902

29
BSC/N9903 Maintain integrity and ethics
--------------------------------------------------------------------------------------------------------------------
Overview
This unit is about maintaining integrity of transactions, ensuring data security, and practicing
ethical behaviour.
30
Unit Code BSC/N9903
Unit Title
Maintain integrity and ethics

(Task)
Description This OS unit is about maintaining integrity of transactions, ensuring data security, and
practicing ethical behaviour
 Maintain integrity of transactions and ensure data security

 Practice ethical behaviour

Maintaining integrity To be competent, the user/ individual must be able to:
of transactions and PC1. refrain from indulging in unfair trade and/or corrupt practices
ensuring data PC2. maintain records meticulously as per company’s policy, follow prescribed
rules and regulations and ensure transparent dealings
security
PC3. avoid using company’s funds, property or resources for undertaking personal
activities
PC4. protect customer’s information and avoid IP infringement
PC5. protect data and information related to business or commercial decisions
Practising ethical To be competent, the user/ individual must be able to:

behaviour PC6. avoid misrepresentation or misinformation
PC7. demonstrate and practice ethics in day-to-day processes and dealings with
customers and colleagues
PC8. avoid defaming products and services of companies in competition
PC9. consult supervisor or senior management when in situations that may require
differentiating between ethical and unethical
A. Organizational The user/individual on the job needs to know and understand:

Context KA1. company’s policies on use of language
(Knowledge of the KA2. company’s Human Resources policies
company / KA3. company’s policy relate to sexual harassment
organization and KA4. company’s reporting structure
its processes) KA5. company’s documentation policy
KA6. company’s customer profile
B. Technical
Knowledge
KB1. company’s code of conduct and business ethics
KB2. IPR law and regulation in India
31
KB3. company’s code of conduct and ethics
Skills (S)
Generic Skills The individual on the job needs to know and understand how to:
SA1. read company policy documents and work related documents
SA2. read emails
Writing Skills
The individual on the job needs to know and understand how to:
SA3. fill up documentation pertaining to job requirement
SA5. communicate with customers about information security and build trust
Decision Making
B. Professional Skills
SB1. take appropriate action in a vulnerable situation
Plan and Organize
SB2. plan and organise steps/ actions as per company’s guidelines, if any fraud is
noticed in the company
Customer Centricity
SB3. prevent customer information leakage
Problem Solving
SB4. provide proper advise or guidance to colleagues to deal with sensitive issue in
their department or company
Analytical Thinking
SB5. basics of what constitutes information infringement
SB6. penalties to company or individual on evidence of fraud or law violations
Critical Thinking
SB7. improve information and assets related safety and adopting best practices
SB8. resolve conflicts related to information security by reporting in time
32
NOS Version Control
NOS Code BSC/N9903

Independent Financial Advisory
Occupation Next review date 30/09/20
& Agency
33
BSC/N9904 Focus on teamwork
--------------------------------------------------------------------------------------------------------------------
Overview
This unit is about developing healthy team climate and contributing to building effective team
for smooth workflow and target achievement in time.
34
Unit Code BSC/N9904

Unit Title
Focus on teamwork
(Task)
Description This OS unit is about developing healthy team climate and contributing to building
effective team for smooth workflow and target achievement in time
 Develop healthy team climate

Developing healthy To be competent, the user/ individual must be able to:
team climate PC12. share relevant inputs, feedback and insights to build mutual trust
PC13. exchange, defend and rethink ideas
PC14. support team members to accomplish goals
PC15. facilitate group decision making and deal productively with conflict
A. Organizational
KA8. company’s policies on HR and personnel management
Context KA9. company’s HR policies
(Knowledge of the KA10. company’s rules related to sexual harassment
company / KA11. company’s reporting structure
KA12. company’s documentation policy
organization and
KA13. company’s customer profile and service standards
its processes) KA14. company’s policy on regulatory compliance
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB22. methods for effective communication with various categories of people in
different departments
KB23. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB24. significance of helping colleagues with specific issues and problems
KB25. importance of meeting quality and time standards as a team
KB26. how to practice effective listening
KB27. how to build effective working relationship with mutual trust and respect
within the team
KB28. significance of treating people with respect and in a professional manner
KB29. significance of sharing and defending ideas
KB30. importance of constructive feedback
Skills (S)
Generic Skills The user/ individual on the job needs to know and understand how to:
SA12. read company policy and standard work related documents
SA13. read emails and letters
35
Writing Skills
SA14. fill up documentation pertaining to interactions
SA15. write Minutes of Meeting, mails and memos
SA17. communicate effectively with team members to achieve smooth workflow
SA18. E-mail and use Internet for communicating
SA19. use of audio-visual aids to communicate complex issues
SB19. deal with a colleague individually, depending on the type of concern
Plan and Organize
SB20. prepare notes of things to be discussed and elicit points discussed after the
meeting
Customer Centricity
SB21. accomplish goals and targets by supporting team members
Problem Solving
SB22. spot and communicate potential areas of disruptions to work process and
resolve them
SB23. coordinate and cooperate with team members
SB24. share work load as required
SB25. delegate tasks in terms of work load and skills
Analytical Thinking
SB26. analyse team member’s behaviour and deal accordingly
Critical Thinking
SB27. improve work processes by sharing ideas and improvising them
SB28. resolve conflicts
SB29. handle personality clashes effectively
36
NOS Version Control
NOS Code BSC/N9904

37
Annexure
Nomenclature for QP and NOS
Qualifications Pack
9 characters
[ABC]/ Q 0101
[Insert 3 letter codes for SSC] QP number (2 numbers)
Q denoting Qualifications Pack Occupation (2 numbers)
Occupational Standard
An example of NOS with ‘N’ 9 characters

[ABC] /N0101
[Insert 3 letter code for SSC] OS number (2 numbers)
N denoting National Occupational Standard Occupation (2 numbers)
Back to top…
38
The following acronyms/codes have been used in the nomenclature above:
Sub-sector Range of Occupation numbers

PMKVY/Old QPs occupations 01 - 15
Lending 16 - 30
Fund Investment and Services 31 - 50
Broking 51 - 60
Payments 61 - 70
BFSI Processing 71 - 80
Common (across sectors) 81 -90
Unused 91 - 98
Generic (NOS) 99
Sequence Description Example
Three letters Industry name BSC

Slash / /
Next letter Whether QP or NOS Q/N
Next two numbers Occupation code 01
Next two numbers OS number 01
39
CRITERIA FOR ASSESSMENT OF TRAINEES
Job Role: Insurance Agent

Qualification Pack: BSC/Q3801
Sector Skill Council: BFSI
Guidelines for Assessment

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance
Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of
marks for Theory and Skills Practical for each PC.
2. The assessment for the theory part will be based on knowledge bank of questions created by SSC.
3. Assessment will be conducted for all compulsory NOS, as well as the selected elective/option NOS/ set of NOS.
4. Individual assessment agencies will create unique question papers for theory part for each candidate at each
examination/ training center (as per assessment criteria below)
5. Individual assessment agencies will create unique evaluations for skill practical for every student at each
examination/ training center based on this criterion.
6. To pass the Qualification Pack, every trainee should score a minimum of 70% of aggregate marks to successfully
clear the assessment.
7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualifications Pack.
Marks
Allocation
Assessable Total Out Skill
Assessment Criteria
Outcome Mark Of Theo s
ry Pract
ical
1. BSC/N3801
SOURCE  Sell and promote insurance business
100 100 50 50
INSURANCE  Perform administrative work
CLIENTS
Total 100 50 50
2. BSC/N3802
ASSIST IN
 Assist in processing applications
PROCESSING 10 10 0 10
INSURANCE  Record application details
APPLICATIONS
Total 10 0 10
3. BSC/N3803
PROVIDE  Collect premium, answer queries and build
POST-POLICY long-term client servicing relationship 15 15 0 15
SERVICES  Update records and file
Total 15 0 15
4. BSC/N3804
ASSIST IN  Assist in processing claims
10 10 0 10
PROCESSING  Update and maintain records
CLAIMS
Total 10 0 10
40
Marks
Allocation
Assessable Total Out Skill
Assessment Criteria
Outcome Mark Of Theo s
ry Pract
ical
5. BSC/N9902
COMMUNICAT
E  Communicate with BFSI customers,
EFFECTIVELY superior and colleagues 5 5 0 5
AND ACHIEVE  Maintain service orientation
CUSTOMER
SATISFACTION
Total 5 0 5
6. BSC/N9903
 Maintain integrity of transactions and
MAINTAIN
INTEGRITY
ensure data security 5 5 0 5
AND ETHICS  Practice ethical behaviour
Total 5 0 5
7. BSC/N9904
5
FOCUS ON  Develop healthy team climate 5 5 0
TEAMWORK
5 0 5
Grand Total 150 150 50 100
Percentage Weightage: 34% 66%
Minimum Pass% to qualify (aggregate): 50%
41

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QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS

FOR BFSI INDUSTRY

 OS describe what 4. OS Units……………………..……..……...…. P5

Qualifications Pack Code BSC/Q3801

Sector BFSI Drafted on 17/07/16

Job Role Insurance Agent

Performance Criteria As described in the relevant OS units

Keywords /Terms Description

 Sell and promote insurance policy

Range: Computer, Internet, MS Office

B. Technical The individual on the job needs to know and understand:

NOS Version Control

NOS Code BSC/N3801

 Assist in processing applications

Range: Computer, Internet, MS Office

NOS Version Control

NOS Code BSC/N3802

Range: Computer, MS Office, Internet

B. Technical The individual on the job needs to know and understand:

NOS Version Control

NOS Code BSC/N3803

 Assist in processing claims

Range: Computer, MS Office, Internet

NOS Version Control

NOS Code BSC/N3804

Communicate effectively and achieve customer satisfaction

 Communicate with BFSI customers, superior and colleagues

Performance Criteria(PC) w.r.t. the Scope

Knowledge and Understanding (K)

NOS Version Control

NOS Code BSC/N9902

Maintain integrity and ethics

 Maintain integrity of transactions and ensure data security

Performance Criteria(PC) w.r.t. the Scope

Practising ethical To be competent, the user/ individual must be able to:

Knowledge and Understanding (K)

A. Organizational The user/individual on the job needs to know and understand:

NOS Version Control

NOS Code BSC/N9903

Unit Code BSC/N9904

 Develop healthy team climate

Performance Criteria(PC) w.r.t. the Scope

NOS Version Control

NOS Code BSC/N9904

Nomenclature for QP and NOS

[Insert 3 letter codes for SSC] QP number (2 numbers)

Q denoting Qualifications Pack Occupation (2 numbers)

An example of NOS with ‘N’ 9 characters

[Insert 3 letter code for SSC] OS number (2 numbers)

N denoting National Occupational Standard Occupation (2 numbers)

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers

Sequence Description Example

Three letters Industry name BSC

Next letter Whether QP or NOS Q/N

Next two numbers Occupation code 01

Next two numbers OS number 01